Help Centre
The questions we answer most often, with the actual answer rather than a link to another page.
ARCTOPUP LIMITED · Hong Kong
Start here if something is wrong
Three checks resolve the large majority of "my top-up has not arrived" reports, and all three take under a minute:
- Check the order status page. Paid, processing, delivered and cancelled each mean something different, and the page shows which one you are in.
- Check the right account. Compare the Player ID on the order with the one shown inside the game. Region and server matter as much as the number.
- Restart the game client. Some publishers only refresh the wallet balance on a fresh login, so credit can be sitting there unseen.
If all three look right and the balance still has not moved, open live chat with your order number.
Order status, in plain words
| Status | What it means | What you should do |
|---|---|---|
| Pending payment | We have not received confirmation from the payment provider yet. | Finish the payment, or wait a few minutes for bank rails to settle. |
| Processing | Payment cleared and the order is queued with the supply channel. | Wait. Most orders leave this state within minutes. |
| Under review | Automated fraud screening has held the order. | Watch your email in case we need a payment confirmation. |
| Delivered | Credit was sent to the account, or the code was issued. | Reload the game client. Codes appear on the order page and in your email. |
| Cancelled | The order did not go through and no goods were issued. | Nothing — any amount captured is refunded automatically. |
Frequently asked questions
How long does a top-up take to arrive?
Most direct top-ups and gift card codes complete within 1 to 30 minutes of payment clearing. Titles that depend on a manual supply channel can take longer, and the product page states this before you buy.
My payment went through but the order still says processing. What now?
Give it thirty minutes first, since payment confirmation and delivery are separate steps. If it is still processing after that, send your order number to [email protected] or open live chat and we will trace it.
I entered the wrong Player ID. Can it be fixed?
Only before delivery. Contact support immediately with your order number and the correct ID. Once credit has been sent to an account it cannot be recalled, and an order delivered to a mistyped ID is not refundable.
Which payment methods can I use?
More than fifty, including international credit and debit cards, Apple Pay and Google Pay, regional e-wallets, local bank transfers and major cryptocurrencies. The checkout only shows the methods available for your currency and region.
Can I get a refund?
Yes, if the order failed, was never delivered, or was charged twice. Correctly delivered digital credit cannot be returned because it is consumed the moment it reaches the account. Full details are in our Refund Policy.
Why was my order held for review?
A small share of orders is screened automatically for payment fraud before release. Most clear within minutes. If we need a payment confirmation from you, support will email the address on the order, and anything we cannot clear is cancelled and refunded in full.
Do I need an account to buy?
You can check out as a guest, but registering keeps your order history, receipts and refund requests in one place and makes support faster because we can match your tickets to your orders instantly.
Is my payment information safe?
Card details are entered on our payment providers’ hosted pages and never touch ARCTopup servers. We store only the last digits and card brand needed to identify a transaction for support and refunds.
A product I want is not listed. Can you add it?
Tell us which title and region and we will look at it. We only list products we can supply reliably, so availability depends on whether a stable supply channel exists for that market.
Still stuck?
Open the chat widget on any page, or email [email protected] with your order number and a short description of what you expected versus what happened. Support runs 24 hours a day, including weekends and public holidays.
For the rules behind these answers, see the Refund Policy, the Delivery Policy and the Terms of Service.
Legal entity: ARCTOPUP LIMITED
Registered office: 340 BELCHER'S STREET, SAI YING PUN, CENTRAL AND WESTERN DISTRICT, HONG KONG 999077
Telephone: 00852-6809239
Email: [email protected]